Compact with Texans

Customer Service

Texas Workforce Commission (TWC) employees and our partners are expected to serve the public with respect, concern and courtesy, conducting themselves in a manner that enhances public confidence in the agency. Our employees will provide courteous, fair and impartial service in their interactions with customers. Recognizing the diversity of Texas, they will value cultural and individual differences and exhibit positive, nondiscriminatory behavior toward customers.

TWC is a quality customer service agency, providing information and complaint resolution to all our customers:

Job seekers and employees

Businesses and employers

Community and workforce partners

Our employees are dedicated to quality customer service. In fact, all TWC employees have quality customer service standards as part of their job performance reviews, including:

Take prompt, attentive action to address customer needs

Follow through on tasks, meeting schedules and deadlines

Conduct yourself in a business-like manner and apply knowledge effectively in performance of job duties

Use a considerate and tactful approach in serving customers

We gauge our success through critical information we gather from our customer surveys, appraisals and other assessment tools.

Response to Concerns & Complaints

Customer communications, including both complaints and concerns, are received by a knowledgeable representative who will respond to you by telephone, letter or email in a timely manner. The Customer Relations unit coordinates, assists with and follows up on all complaint resolution within the agency.

We know you are anxious for results, so if we are delayed in assisting you, we will keep you informed. We strive to acknowledge all written and electronic communications within five business days of receipt, and telephone calls within one day. Timeliness is very important to TWC, however quality is paramount.

Contact Information

Equal Opportunity Employer/Program
Auxiliary aids and services are available upon request to individuals with disabilities.
Deaf, hard-of-hearing or speech-impaired customers may contact Relay Texas: 800-735-2989 (TTY) and 711 (Voice). Equal opportunity is the law.